Besides personal applications, AI is beginning to integrate into corporate and government networks. As it does so, IT Service Management (ITSM) organizations will have the responsibility to keep these systems up and running.
Artificial Intelligence (AI) promises to dramatically improve technology in our homes and in the workplace. We all know what it's like to lose our keys. One day Alexa will notice we've forgotten our keys, or our wallet, and alert us before we leave the house. How could that be possible? By making Alexa intelligent.
Besides personal applications, AI is beginning to integrate into corporate and government networks. As it does so, IT Service Management (ITSM) organizations will have the responsibility to keep these systems up and running. According to Gartner, AI, in all its applications, is just beginning a 75-year technology cycle that will have far-reaching implications for every industry.
In terms of AI making a positive impact on ITSM, we see key three key areas: Point of entry (Incident/Request Creation), automated back-end processes and knowledge management.
Point of Entry
AI can make a difference here: it can help ensure information is accurately interpreted before it is entered into an IT Service Management solution. Using chatbots driven by AI technology will enable automated ITSM solutions to interpret incidents and requests more accurately. As the technology matures, we will see AI improve and personalize the end-user experience, in addition to improving the efficiency of the service management solution.
In the near term, as AI technology evolves, ITSM organizations will continue to be reluctant to remove human frontline analysts. However, in the more distant future, sophisticated, AI-driven chatbots will, no doubt, require less human governance.
Automated Back-end Processes
ITSM consists of backend processes that are designed to manage any request or issue entered into the system. Traditionally, these were entered by an analyst or an end-user through a self-service portal. However, ITSM solutions that are integrated with other systems on the network will be able to detect and automatically open a request or incident without any human intervention.
The power of AI in ITSM will manifest itself through integration with other technologies on the network. For example, integrating an ITSM solution with a solution that provides IT operations analytics (ITOA) would enable an ITSM solution to be notified of potential network issues.
Based on patterns, an ITSM solution powered with AI technology will be able to learn as it updates its knowledge database, ultimately improving how it reacts to any issue. In other words, AI will be equipped to remember past experiences so that it can learn from them.
Further integration will make ITSM even more efficient. For example, if the ITSM system is integrated with both ITOA and a security solution, it could detect unusual activity in such events as more browser crashes in one day. The ITSM solution would be able to investigate that issue and cross-reference the data with the IT security solution to find any patterns that might explain the anomaly. When the ITSM solutions log the ‚??problem‚?? it would be able to provide insight, predictions about how the problem will progress, and recommendations about how to fix it.
As we move further into the future, the ITSM solution will be able to automatically correct the issues by working with the other IT solutions it integrates on the network.
ITSM solutions powered by AI will have the infinite universe of knowledge available to improve service to the end user. They will not only provide answers to IT questions but be able to provide training and tips and tricks for end-users and analysts.
Source: Data center Knowledge